The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets...

Increased competitive pressure in the market for loanable funds has encouraged the banks to place greater emphasis on the marketing of their services to both corporate and personal customers. The small business sector of the corporate market covers the majority of corporate accounts and for a...

The nature of market orientation and its impact on business performance and other related outcomes have been extensively researched in a range of service contexts including tourism. In contrast, our understanding of the factors that influence market orientation is still limited. This paper...

Concern about ethical practices in the marketing of financial services has increased in recent years, despite an apparent strengthening of the regulatory framework. In part the ethical problems associated with the promotion and distribution of financial services may be attributable to specific...

Suggests that the process of transition and the hardening of the budget constraint in the former centrally‐planned economies of Eastern Europe recreates the link between an effective exchange process and business performance. Points out that this in itself creates the potential for marketing...

Financial service providers have long placed considerable faith in positive word of mouth communication as a means of attracting new customers and a variety of studies of customer choice of bank highlight the significance of personal recommendation. Given that financial services tend to be...

Consumer protection was an important motivating factor behind the introduction of polarization in the Financial Services Act. Despite the potential benefits to the consumer of using independent financial advice as a source of information and a medium for the purchase of financial services, the...